Helpdesk Administrator

Job Title: Helpdesk Administrator

Job Summary: We are seeking an experienced Helpdesk Administrator to join our team at CBW Staffing Solutions. The successful candidate will have a proven track record of working within Facilities Management and will be responsible for providing exceptional customer service to our clients.

Key Responsibilities:

• Answer Help Desk calls and input into both client and the systems accordingly
• Raise reactive call outs, PPM visits and Quoted works
• Monitor the on Shared Mailbox and action emails as necessary
• Close all jobs accurately across systems, in time to meet their SLA
• Assisting staff with queries as and when required
• Raising reports to drive efficacy and performance
• Ad hoc reports required by the customer for specific information
• Assisting with producing necessary documentation for audits when required
• Assisting with filing and archiving
• Ensuring client portals are updated promptly with updates
• Obtaining stationary where necessary
• Support the requirements for Permits and submission.
• Managing multiple engineers' schedules – Reactive, PPM and Quoted
• Ordering of materials and plant hire / Raising purchase orders
• Liaising and chasing subcontractors/suppliers for schedule dates, organising with customers.
• General excellent administrative housekeeping– IE making sure any worksheets/Invoices are not only
• Uploaded to customer portals but onto internal systems. Any vital information on the job is attached.
• Invoicing of reactive and quoted tasks upon completion
• Ensure a full handover when going on Annual leave
• Review of hire list and ensuring off hired items are taken promptly
• Posting of letters and parcels
• Managing materials orders from order to delivery
• Invoicing of reactive and quoted tasks upon completion
• Administration of timesheets and ensuring accuracy of work completed
• Maintaining timesheets across two systems, ensuring MB numbers and hours match.
• Production of accurate and timely Invoices, ensuring costs incurred are accurately recovered.
• To be included in Team meetings with clients – To action feedback from these alongside the Manager.
• Ensure tasks are being attended within SLAs, if not communicating with the client
• Generate monthly reporting for the customer

Requirements:

• At least 3 years in the maintenance industry.
• Must be confident as you will be dealing with customer issues
• Knowledge of Scheduling Engineers daily routes.
• Knowledge of Prism/ Service Channel (Not as essential but would be useful)
• Knowledge of scheduling systems
• Must be able to invoice
• Knowledge of raising purchase orders
• Good communication skills as will be dealing with engineers & clients.